Genesys Platform Lead / SME

Are You Ready to Lead the Evolution of Enterprise Customer Experience?

Are you a seasoned Genesys Cloud CX expert with over 5 years of hands-on configuration, administration, and delivery experience?
Do you excel at bridging the gap between business vision and complex technical integrations with platforms like Salesforce and ServiceNow? Are you looking for a high-impact, 100% remote leadership role where you can own a platform roadmap end-to-end? If you are a collaborative, Agile-driven professional ready to shape next-generation contact centre capabilities, we want to hear from you!

Our client, a prominent national financial institution, is seeking a Genesys Platform Lead/SME to act as the primary delivery lead and technical authority for their Genesys Cloud ecosystem. In this role, you will collaborate with business stakeholders, internal technical infrastructure groups, and vendors to intake, design, and execute high-priority enhancements. You will transition business concepts into actionable requirements, manage a prioritized backlog, and provide hands-on development and configuration support to optimize the agent and customer experience.

Advantages
- 100% Remote Autonomy
- Platform Ownership: Act as the true centerpiece of the platform, driving both high-level roadmap decisions and hands-on architecture configurations.
- Work extensively with top-tier integrations (Salesforce, ServiceNow, and advanced analytics/AI tools) inside a highly mature corporate environment.
- Secure a comprehensive 1-year mandate right at the beginning of an ambitious technology roadmap cycle.

Responsibilities
- End-to-End Delivery Leadership: Lead the intake, analysis, prioritization, solution design, and delivery of Genesys Cloud enhancement requests from concept through implementation.
- Platform Configuration & Evolution: Provide hands-on administration, routing configuration, and extension of Genesys Cloud capabilities to continuously optimize customer experience (CX) and agent performance.
- Enterprise Integration: Design and implement robust integrations using APIs, middleware, and cloud integration patterns to connect Genesys with ServiceNow, Salesforce, and enterprise data platforms.
- Agile Roadmap & Governance: Establish and maintain a prioritized backlog, sprint delivery plans, and release management coordination across lower environments.
- Liaison & Stakeholder Management: Act as the primary central point of coordination between business units, internal IT release/governance teams, and external technology vendors.
- Team Empowerment & Innovation: Advance reporting, analytics, dashboards, and AI/automation initiatives while providing expert mentorship and documentation to internal teams.

Qualifications
- Genesys Cloud Expertise: dedicated, hands-on experience with Genesys Cloud CX configuration, administration, system troubleshooting, and enhancement delivery.
- Integration Experience: Demonstrated background designing and implementing integrations using APIs, middleware, and cloud patterns (direct experience with Salesforce, ServiceNow, or Azure integrations is a significant asset).
- Proven ability to lead requirements gathering, write clear user stories, manage sprint planning, and coordinate enterprise releases.
- Communication & Collaboration: Exceptional written and verbal English communication skills, with a proven comfort facilitating workshops and presenting solutions to both non-technical business leaders and technical teams.
- Possesses a calm, logical, and effective problem-solving mindset under pressure.
- Natural mentor who enjoys providing technical knowledge transfer to build long-term internal capabilities.

Summary
If you meet the above-listed criteria, register for a Randstad account online if you have not yet registered, and please apply directly online. We appreciate all applicants and those interested in this opportunity, however, only those with relevant experience will be considered.

We look forward to hearing from you!

Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures that must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.